Crew who solicit for good survey review or Navigator App compliments. How do others feel about that?

[YXU AC*SE]

1 hour ago, Galesa said:

Obviously management have created an atmosphere where crew are extremely concerned that bad reviews may result in no new contract and that cruise ship employment rests on crew receiving not good reviews but excellent reviews.

 

Rather, I expect it is a variable / risked compensation element to their individual and/or team gratuity payout.  Pay for performance.  Incentive drives behaviour.    HAL's service promise is: We are ambassadors of joy – in service to our guests and to one another.   Great little bit of prose, however it's difficult to measure in the numbers of toilets scrubbed, omelettes made, or drinks slung -- hence commendation capture and overall scoring w/ the post-cruise survey.   Scott. 

[Cruisin'allovertheworld]

I think soliciting for good reviews is bad and I would mention it as a negative in my review if someone did that. As others have said I don't object to a friendly reminder to fill out a survey but anything more than that is inappropriate, in my opinion.

 

I can't stand obsequiousness and unfortunately cruises are where that kind of behaviour happens most frequently in my experience.

[cruisemom42]

4 hours ago, Galesa said:

Obviously management have created an atmosphere where crew are extremely concerned that bad reviews may result in no new contract and that cruise ship employment rests on crew receiving not good reviews but excellent reviews.

 

If that's the case, then the continuous post-Covid excuse of crew and staff shortages can't be on the level....

 

[sfaaa]

I had a few crew members and restaurant management who came up to me and asked if everything is fine and if not, be sure to let them know of any problem. I am perfectly fine with that kind of questions.

[oakridger]

I am the OP and really appreciate everyone's thoughts!  I was second guessing myself on this issue but now know that my self-doubt is unfounded.  I did mention the issue to Rotterdam management on the Navigator App as well as the post cruise survey. This has been happening for years on HAL, but I finally decided to let my feelings about it be known.  The vast majority of the crew are so great, and I have lots of respect for all they do!

 

I would love to know what the crew are actually trained to do about this.  I have also recently been asked on other non-cruise product and service surveys if I was asked by staff for a favorable review.  Maybe the current customer service philosophy is finally starting to frown on staff review solicitations??

 

Are there any current or past cruise shipboard employees who would like to share their experiences with the whole survey policies?

 

Thanks everyone!

 

~Nancy

[travelholics]

I have found that the crew, in general, feel uncomfortable with today's culture of hard sell- witnessed in their reluctance to 'push' bottled fizzy water at lunch in MDR and the large extra cost steaks (despite an incentive being offered for each sale), and this is why we are no longer subjected to this embarassing issue since covid. (Spa excluded!)

 

We have only been asked to mention them on our post cruise survey when we have built up a particularly good relationship  with an individual and in a very tactful manner. We have no objection in helping them gain well deserved incentives or promotions, but would not let an individual colour the comments we would naturally give.

[Sea42]

I used the app to give a thumbs up to my favorite bartender on Nieuw Statendam. The next time he saw me he thanked me but asked if I might mention the rest of the crew that regularly worked that bar. He said that they worked as a team and the service they provide is only possible thru a group effort. I thought it was great that he would advocate for his coworkers.

[whogo]

14 hours ago, Galesa said:

On Majestic Princess...The Cruise Director and staff even suggested that passengers not consider a 9 but to give them 10s if they thought they did a good job.

 

This used to be standard operating practice during Holland America's debarkation talks. Remember when?

 

I rarely take part in surveys. HAL's are way too long.

 

[cruzndancr]

Some have captured the essence of the problem. But am a bit horrified about the solution.  Yes the crew seek you input because their livelyhood depends on it. Because of financial conditions which plaque Holland right now some crew are released mid contract. How many understand that even saying. My cabinstewart was great is meaningless unless you mention him or her by name. The answer is to let you anxious crew member know how much you appreciate his/her hard work. And turn in comment card with their name and brief praise IF you think they really deserve it.  We do not answer all questions on the after cruise survey but will identify a couple of crew members by name if they really have done more than expected. And do not report negatives unless you want someone fired. Handle those issues with the individual..

[YourWorldWithBill]

1 hour ago, travelholics said:

We have only been asked to mention them on our post cruise survey when we have built up a particularly good relationship  with an individual and in a very tactful manner.

This has been our experience also.

[OlsSalt]

Once we did leave a specific negative comment. Right now, (I don't even remember what the incident, was but  it was on the Prinsendam for some real, almost comical service failures.  We were in a Neptune Suite at the time, so we were still thinking this was going to be super-special on this super-special HAL ship. Our own naive error at the time. 

 

Our report was followed by a note card apology  that hoped the plate of chocolate strawberries would help make up for the service failure incident - except there were no strawberries - just the note.

 

Always felt HAL still owes us a plate of strawberries. We got a good laugh over that one. And we had  a perfectly nice HAL cruise anyway, just not "over the top" the way at the time we had assumed a Prinsendam Neptune would provide.

 

But here is the kicker,  for several later cruises on other HAL ships  we were inundated with cards left for us on later cruise embarkation and follow ups to see if everything was okay.  The follow-up felt so oppressive, we never bothered to make any relatively pragmatic "suggestions" in the future. Overly solicitous follow-up can be just as bad the lapse of service that triggered the original "complaint".

 

We feel everyone is trying to do a good job, and we remain very happy with the level of professional hospitality on HAL ships. And recognize as a main line cruise line (excellent value for price) any "personal service expectations" really are asking  too much for the price.  Even in a Neptune Suite on the Prinsendam.

[JeffElizabeth]

I don't mind the crew asking for good grades, but they have only been gentle reminders not pushy requests.  

[BetsyS.]

OlsSalt - That is really strange that they did not give you the strawberries! 

[OlsSalt]

42 minutes ago, BetsyS. said:

OlsSalt - That is really strange that they did not give you the strawberries! 

 

It was just one in a string of disconnected communication mishaps on that cruise - everyone was sincere and solicitous, but there was no connection to the desired results.

 

Nothing major, just a string of these little incidents to the point it became a running joke for us.  (It was a GREAT cruise - Black Sea - Barcelona to Athens via Black Sea and Istanbul on this small, and highly flexible ship.)

 

It started when the perfectly charming Neptune hostess called us in our suite at 7:30 in the morning on our very first day. Since we had flown into Barcelona the night before we were jet-lagged and deeply sleeping that first morning. 

 

So the jarring phone ringing and her chirpy call asking us if everything was okay, was "well-meaning", but definitely not welcome nor sensitive to the actual experiences of most first morning passengers who had traveled great distances to be on board.  Well-intentioned, but  disconnected to passenger realities. 

 

(Yes, first world problems I know.)

[Florida_gal_50]

3 hours ago, cruzndancr said:

Some have captured the essence of the problem. But am a bit horrified about the solution.  Yes the crew seek you input because their livelyhood depends on it. Because of financial conditions which plaque Holland right now some crew are released mid contract. How many understand that even saying. My cabinstewart was great is meaningless unless you mention him or her by name. The answer is to let you anxious crew member know how much you appreciate his/her hard work. And turn in comment card with their name and brief praise IF you think they really deserve it.  We do not answer all questions on the after cruise survey but will identify a couple of crew members by name if they really have done more than expected. And do not report negatives unless you want someone fired. Handle those issues with the individual..

Who is being let go mid contract?  I've yet to hear anything like that.  There was a waiter in the pinnacle that was incredibly bad and I refused to go back there because of that.  I told the manager what my issues were.  There was plenty of other people complaining.  Flash forward 6 months and Hal hired him back for another contract.  I was talking to another crew member that I'd become friendly with, and he said this person was known by the crew as doing a very poor job.  If I pay extra for something and it's extremely bad I'm going to say something.  If it's no big deal, it's another story.  I'm still working and you better believe if I'm doing a poor job I'll hear about it, and I should.  

Edited June 6, 2023 by Florida_gal_50

[cbr663]

4 hours ago, Sea42 said:

I used the app to give a thumbs up to my favorite bartender on Nieuw Statendam. The next time he saw me he thanked me but asked if I might mention the rest of the crew that regularly worked that bar. He said that they worked as a team and the service they provide is only possible thru a group effort. I thought it was great that he would advocate for his coworkers.

 

During our recent Alaska cruise I gave feedback on the great service and wonderful dining experience we were receiving in the Club Orange Dining room.  No way was I going to mention everyone there - there's just too many names for me, the one who can't remember names, to remember.

 

There was only one waiter whose name I remembered as one day he saw us at the Dive In and immediately smiled and came over to chat with us.  Wanted to make sure that everything was great for us for lunch and asked if we would be dining in CO that evening.

[TiogaCruiser]

15 hours ago, YXU AC*SE said:

 

Rather, I expect it is a variable / risked compensation element to their individual and/or team gratuity payout.  Pay for performance.  Incentive drives behaviour.    HAL's service promise is: We are ambassadors of joy – in service to our guests and to one another.   Great little bit of prose, however it's difficult to measure in the numbers of toilets scrubbed, omelettes made, or drinks slung -- hence commendation capture and overall scoring w/ the post-cruise survey.   Scott. 

Just curious. Where did you find the HAL promise?

[Copper10-8]

To answer your question in post No. 1, I don't like the practice, never have, never will!

[Copper10-8]

1 hour ago, Florida_gal_50 said:

Who is being let go mid contract?  I've yet to hear anything like that.  There was a waiter in the pinnacle that was incredibly bad and I refused to go back there because of that.  I told the manager what my issues were.  There was plenty of other people complaining.  Flash forward 6 months and Hal hired him back for another contract.  I was talking to another crew member that I'd become friendly with, and he said this person was known by the crew as doing a very poor job.  If I pay extra for something and it's extremely bad I'm going to say something.  If it's no big deal, it's another story.  I'm still working and you better believe if I'm doing a poor job I'll hear about it, and I should.  

 

Just a heads up; Crew on HAL do get let go mid-contract, or anywhere in between the start and end of a contract however, having said that, it is done 99% of the time for discipline and as a result of breaking a rule, and/or rules, of that same contract. It involves a formal meeting with the captain, senior management, the HRM (human resources manager) and the crew member's supervisor and/or dept. head present and it takes place inside the hotel general manager's office, sorta/kinda like a captain's mast in the military (for those of us who have served). The involved crew member is usually represented by the unit (Indonesian or Filipino - if that nationality) president.

 

It is the role of the security officer to encapsule/document the violation(s) in report form after conducting an investigation, which is forwarded to the captain beforehand. On the day of the hearing, the SECO will escort the crew member to the hotel GRM office and/or will meet him/her in front of same, waiting to be escorted inside.

 

I've been to plenty of those meetings in that capacity, with incidents ranging from a cook using the restroom facilities and forgetting that he had a pot on the stove that could have easily caused a fire in the galley, to crew physically fighting among each other (an immediate termination of contract!), vandalism, public intoxication, use of narcotics (another immediate dismissal), yes; theft, it happens, etc., etc., you name it.

 

In that meeting, the captain will present the crew member with the charges against him/her, and the crew member will then get an opportunity to respond and defend his/her actions. Witnesses can be called and, upon the conclusion, the captain will render a verdict based on the evidence and statements received (Seattle HR will have been contacted before to concur). The captain and senior management will endorse the paperwork and the HRM will facilitate the crew member and, if let go, will arrange for transportation back home

 

I have never heard of a crew member being let go mid-contract because the company is in financial difficulties but that's just me 

Edited June 6, 2023 by Copper10-8

[ontheweb]

14 minutes ago, Copper10-8 said:

 

Just a heads up; Crew on HAL do get let go mid-contract, or anywhere in between the start and end of a contract however, having said that, it is done 99% of the time for discipline and as a result of breaking a rule, and/or rules, of that same contract. It involves a formal meeting with the captain, senior management, the HRM (human resources manager) and the crew member's supervisor and/or dept. head present and it takes place inside the hotel general manager's office, sorta/kinda like a captain's mast in the military (for those of us who have served). The involved crew member is usually represented by the unit (Indonesian or Filipino - if that nationality) president.

 

It is the role of the security officer to encapsule/document the violation(s) in report form after conducting an investigation, which is forwarded to the captain beforehand. On the day of the hearing, the SECO will escort the crew member to the hotel GRM office and/or will meet him/her in front of same, waiting to be escorted inside.

 

I've been to plenty of those meetings in that capacity, with incidents ranging from a cook using the restroom facilities and forgetting that he had a pot on the stove that could have easily caused a fire in the galley, to crew physically fighting among each other (an immediate termination of contract!), vandalism, public intoxication, use of narcotics (another immediate dismissal), yes; theft, it happens, etc., etc., you name it.

 

In that meeting, the captain will present the crew member with the charges against him/her, and the crew member will then get an opportunity to respond and defend his/her actions. Witnesses can be called and, upon the conclusion, the captain will render a verdict based on the evidence and statements received (Seattle HR will have been contacted before to concur). The captain and senior management will endorse the paperwork and the HRM will facilitate the crew member and, if let go, will arrange for transportation back home

 

I have never heard of a crew member being let go mid-contract because the company is in financial difficulties but that's just me 

Thank you, that was very informative. And those sounded much more worthy of having a contract terminated than any passenger complaint, especially during a time of crew shortages.

[YXU AC*SE]

2 hours ago, TiogaCruiser said:

Just curious. Where did you find the HAL promise?

 

https://www.hollandamerica.com/en_US/our-company/mission-values.html.     Scott.

 

[Iamthesea]

7 hours ago, Sea42 said:

I used the app to give a thumbs up to my favorite bartender on Nieuw Statendam. The next time he saw me he thanked me but asked if I might mention the rest of the crew that regularly worked that bar. He said that they worked as a team and the service they provide is only possible thru a group effort. I thought it was great that he would advocate for his coworkers.

 

Curious if the bartenders name began with a R?  He was our favorite bartender in the OB.  Every time we walked by the bar, he called to us by name.  If we walked up to the bar, he knew what we wanted to drink.  Frankly, they were all so nice at the Ocean Bar that I gave them all kudo's on the survey, but did not know their individual name.  R got a personal mention.

 

May 14-28 Statendam - I honestly cannot remember if we were asked to give a good review to a certain crew member, but we were asked at least 5-6 times to fill out the survey.  I forgot all about using the app.  I mentioned everyone in Club Orange by name on the survey.  A few in CO asked us to fill out the survey... including both head waiters.

 

BTW- Although DH and I both received the survey, I was the only one that filled it out.  I did not see a need for DH to do so.  He leaves that up to me, and I was not going to fill one out for him that said the exact same thing.

 

Being asked to fill out the survey, or leave a good review, does not phase me one bit.   I simply cut the conversation short and say not to worry.  It's a very awkward situation for the crew members.   If the crew member deserves a good grade, they will get mentioned.   We mostly give excellent grades for dining venues, etc., but only mention the crew by name if the service was above average.  Our cruise was wonderful, so many crew members were mentioned on our survey. 😉

 

 

[Mary229]

If people are noticing an uptick in requests for reviews I think it is simply a sign of the times.  Reviews are all the rage everywhere, you can’t even buy toothpaste without getting a request.  More importantly is the app and the ease of leaving reviews on the app. In this startup phase I am sure the new method is novel and exciting and managers are reading them and scuttle on the ship probably says app reviews are getting praise (and maybe more).  This will dissipate when app reviews become more frequent and are soon ignored.  

[BigMattT]

We’ve received multiple asks for “top scores” on surveys on every HAL cruise we’ve taken.

 

Most of the time it’s at dinner the last night… where they’ll give a pleasant/standard reminder that we’ll receive a survey. Hard asks for confirmation that we’ll give them top scores usually sour my expression… but I understand the motivation. So much rides on it for them. Their corporate offices don’t care about the things that can’t be easily measured.

 

I absolutely abhor the idea that hospitality workers’ incentives and career prospects are based upon these kinds of surveys. As anyone can see in threads on these boards, expectations of the traveling public are wildly different… and some MBA statistician’s idea that anything less than a 9 or 10 on a survey is a “fail”, is unbelievably problematic.

 

There’s a recent WSJ article about the very idea of customer satisfaction surveys have become meaningless in America because now people dole out perfect scores on every app despite awful service because they know humans are being scored by algorithms. Similarly “1’s” are used as revenge for not getting something for free after complaining. 

 

On our last voyage, we encountered both room stewards outside our cabin on the last night of the cruise. I saw the one being trained get encouraged to approach me. He nervously said hello and started “the speech”. I let him finish his whole nervous but heartfelt appeal. (He’ll need the practice.) I thanked him for letting me know about the survey, thanked him for his stellar service for the week, and handed him the envelopes we always prepare with additional cash gratuities. Their names were the first I added to my running list on my phone I keep during a voyage.
 

I wouldn’t dream of “penalizing” a crew member by intentionally not mentioning their name just because they asked. It’s part of their reality and livelihood that they’ll never get rewarded for their stellar service unless they also tell you a bit about how the screwed up system works.

 

We’re all agreeing to play by these rules by cruising.

[OlsSalt]

WSJ just today ran an article about "reviews" for Lyft/Uber and what a joke they have become. Totally meaningless since most now feel forced to leave top reviews ...or else.  Even when obviously not earned, which is sad for those who did actually earn the top ratings. Most customers quoted in the article just wanted to be gone, with the least hassle.